The Effect of E-Service Quality on Football Fan Satisfaction and Fan Loyalty toward the Websites of Their Favorable Football Teams

2016 ◽  
Vol 12 (1) ◽  
pp. 43-57 ◽  
Author(s):  
Javad Khazaei Pool ◽  
Ali Dehghan ◽  
Hadi Balouei Jamkhaneh ◽  
Akbar Jaberi ◽  
Maryam Sharifkhani
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Marketing Research ◽  
Strong Support ◽  
Equation Modeling ◽  
Valuable Insight ◽  
Electronic Service ◽  
Sports Club ◽  
Insight Into ◽  
Selection Of

The purpose of the current study was to examine the effect of electronic service quality on fan satisfaction and fan loyalty in the online environment. Selection of three hundred and fifty-six fans of a famous sports club was through random sampling using the club's website. AMOS used structural equation modeling for data analysis. Results provided strong support on the effect of electronic service quality (E-S-QUAL) on fan satisfaction and fan loyalty toward the website of their favorable football teams. Business enterprises have well researched e-service quality and loyalty. However, limited research exists in the sports context. This paper provides valuable insight into the measurement of e-service quality and fan loyalty in the sport and offers a foundation for future marketing research.

The Effect of E-Service Quality on Football Fan Satisfaction and Fan Loyalty Toward the Websites of Their Favorable Football Teams

2018 ◽  
pp. 470-485 ◽  
Author(s):  
Javad Khazaei Pool ◽  
Ali Dehghan ◽  
Hadi Balouei Jamkhaneh ◽  
Akbar Jaberi ◽  
Maryam Sharifkhani
Keyword(s):  
Service Quality ◽  
Random Sampling ◽  
Structural Equation ◽  
Marketing Research ◽  
Strong Support ◽  
Equation Modeling ◽  
Valuable Insight ◽  
Electronic Service ◽  
Sports Club ◽  
Insight Into

The purpose of the current study was to examine the effect of electronic service quality on fan satisfaction and fan loyalty in the online environment. Selection of three hundred and fifty-six fans of a famous sports club was through random sampling using the club's website. AMOS used structural equation modeling for data analysis. Results provided strong support on the effect of electronic service quality (E-S-QUAL) on fan satisfaction and fan loyalty toward the website of their favorable football teams. Business enterprises have well researched e-service quality and loyalty. However, limited research exists in the sports context. This paper provides valuable insight into the measurement of e-service quality and fan loyalty in the sport and offers a foundation for future marketing research.

scholarly journals ANTESEDEN BEHAVIORAL INTENTIONS PADA PENGGUNA JASA TRANSPORTASI BUS TARIF PREMIUM

2019 ◽  
Vol 12 (2) ◽  
pp. 207
Author(s):  
Yasintha Soelasih ◽  
Reinandus Aditya Gunawan
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Public Transportation ◽  
Behavioral Intentions ◽  
Structural Equation ◽  
Personal Characteristics ◽  
Personal Characteristic ◽  
Equation Modeling ◽  
Validity And Reliability ◽  
Selection Of

<p><em>The purpose of this study is to examine service quality, location, and personal characteristic toward behavioral intentions of premium bus fare transportation. Therefore, this research emphasizes consumer behavior in the use of public transportation, especially premium ones. This study uses 217 data, which </em><em>are</em><em>done by validity and reliability tests, and the </em><em>hyphotheses are analyzed by using</em><em>structural equation modeling (SEM). The results showed that service quality and location have an influence on behavioral intentions, while personal characteristics do not have an influence on behavioral intentions. The implication of this research is to pay attention to premium bus transportation providers in the selection of locations.</em></p>

scholarly journals Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Dengan Citra Perusahaan Sebagai Variabel Moderating (Studi Kasus Pada PT. Bank BRI Persero Tbk.Cabang Tenggarong)

2021 ◽  
Vol 21 (2) ◽  
pp. 17-35
Author(s):  
Deri Pranoto ◽  
Mawardi Mawardi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Relationship ◽  
Marketing Research ◽  
Statistical Test ◽  
Corporate Image ◽  
Equation Modeling ◽  
Service Excellence

Abstract:                The purpose of this study was to determine the effect of service quality on customer loyalty and to determine the effect of service quality on customer satisfaction at PT. Bank BRI Tenggarong Branch. As one of the state-owned banks with the largest profits in Tenggarong District, the problems that occur in Bank BRI are the Marketing Research Indonesia Survey (MRI) on customer loyalty and The Best Bank Service Excellence 2016 to 2017 shows that Bank BRI's score in terms of service and customer loyalty is still far from expectations. This means that Bank BRI has not succeeded in creating and managing customer loyalty properly. This study uses data analysis using Structural Equation Modeling (SEM) assisted by SmartPLS version 3.2.8. by testing the hypothesis using the t statistical test. The number of samples used amounted to 143 people.                The results showed that the service quality variable had a significant effect on customer loyalty. The service quality variable has a significant effect on customer satisfaction. The variable of customer satisfaction has a significant effect on customer loyalty. The corporate image variable has no significant effect on customer loyalty. The service quality variable indirectly has a significant effect on customer loyalty through customer satisfaction so that the customer satisfaction variable is partially proven or there is partial mediation and the corporate image variable has no significant effect in moderating the customer satisfaction variable on customer loyalty with a positive relationship direction (strengthening) and the image variable. companies in this study are included in the Moderation Potential type (Homologiser Moderator)   Keywords: Service Quality, Customer Loyalty, Customer Satisfaction, Satisfaction Customers, Company Image

Measuring electronic service quality in India using E-S-QUAL

2018 ◽  
Vol 35 (2) ◽  
pp. 430-445 ◽  
Author(s):  
Manimay Ghosh
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Field Research ◽  
Perceived Quality ◽  
Equation Modeling ◽  
Multivariate Techniques ◽  
Content Type ◽  
Four Dimensions ◽  
Electronic Service

Purpose The purpose of this paper is to examine the applicability of electronic service quality instrument, E-S-QUAL, in e-commerce industry in India. Additionally, the efficacy of the instrument is also examined for two sub-groups of users based on frequency of usage. Design/methodology/approach Field research was conducted with a modified version of the instrument. The data collected were analyzed using multivariate techniques. Findings The study confirms the validity of the four dimensions (efficiency, fulfillment, system availability, and privacy) of E-S-QUAL instrument. All four dimensions were found to be significant predictors of perceived value. Efficiency and fulfillment were significant predictors of overall perceived quality. Perceived value had a positive and significant relationship with loyalty. The two relationships were further examined for two sub-groups of web users based on the frequency of usage. For heavy users of websites, all four dimensions were significant predictors of perceived value. For predicting perceived value in respect of light users of website, efficiency, fulfillment, and privacy were important determinants. The relationships among latent constructs were checked using structural equation modeling and the model was found to be acceptable. The result showed that electronic service quality affected perceived value, which, in turn, affected loyalty toward a website. Originality/value This paper makes an attempt to replicate the four dimensions structure of E-S-QUAL instrument on online shopping sites in India thus enhancing its external generalizability. Additionally, the paper investigates the association of the four aforesaid dimensions with perceived value and overall perceived quality for two sub-groups of users: frequent and non-frequent. The cornerstone of this particular study is to examine the frequency of usage as deterministic parameter for perceived value and overall perceived quality.

scholarly journals Peran persepsi terhadap electronic service quality dan electronic word-of mouth (e-wom) terhadap intensi pembelian ulang melalui e-commerce

2021 ◽  
Vol 9 (2) ◽  
pp. 164-171
Author(s):  
Dian Febriany Putri ◽  
Sumaryono Sumaryono
Keyword(s):  
Service Quality ◽  
Purchase Intention ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Electronic Service ◽  
Consumer Intentions ◽  
Age Range

Expanding the process of buying and selling goods or business transactions from offline to online becomes a challenge for its users. The intensity of purchasing goods by consumers through e-commerce is influenced by various factors, one of which is the perception of electronic service quality and electronic word-of-mouth (e-wom). The purpose of this study is to find out the role of perceptions of electronic service quality and electronic word-of-mouth (e-WOM) toward re-purchase intention through e-commerce. Respondents in this research were individuals with an age range of 18-35 years and the total of respondents were 232 people. The sampling technique used purposive sampling. Data was collected using the re purchase intention, perception of electronic service quality, and e-WOM scales. Methods of data analysis using Structural Equation Modeling (SEM). The results of the study explain that one’s perception of electronic service quality and information circulating through e-WOM each have a role in influencing or strengthening consumer intentions to repurchase products through e-commerce.

scholarly journals The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust

2017 ◽  
Vol 9 (2) ◽  
pp. 92 ◽  
Author(s):  
Rami Mohammad Al-dweeri ◽  
Zaid Mohammad Obeidat ◽  
Mohammad Ahmad Al-dwiry ◽  
Muhammad Turki Alshurideh ◽  
Alaa Mohammad Alhorani
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Attitudinal Loyalty ◽  
Explanatory Factors ◽  
Electronic Service ◽  
The Impact ◽  
The Relationship

This paper analyzes the role of online satisfaction and e-trust as mediators in the relationship between electronic service quality (e-SQ) and online loyalty (integrating behavioral and attitudinal elements), in the context of e-shopping. In an increasingly competitive environment, e-retailers need to know the determinants of the success of their online distribution channels in terms of service quality and the influence of this on e-satisfaction, e-trust and e-loyalty. Using a sample of 302 website users of amazon.com in Jordan, confirmatory factor analysis and structural equation modeling were performed to test the relationship between these dimensions. Three dimensions were found to be the main explanatory factors of e-SQ, namely efficiency, privacy and customer service. In addition, it was confirmed that satisfaction mediates the relationship between e-SQ and behavioral and attitudinal loyalty. 

scholarly journals CORPORATE SOCIAL RESPONSIBILITY TERHADAP CUSTOMER LOYALTY YANG DIMEDIASI OLEH ELECTRONIC SERVICE QUALITY, TRUST DAN CUSTOMER SATISFACTION PADA INDUSTRI PERBANKAN INDONESIA

2021 ◽  
Vol 10 (2) ◽  
pp. 191
Author(s):  
Delia Anindita Prashella ◽  
Kurniawati Kurniawati ◽  
Herfin Fachri ◽  
Prita Karina Diandra ◽  
Taryono Aji
Keyword(s):  
Corporate Social Responsibility ◽  
Customer Satisfaction ◽  
Social Responsibility ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Online Questionnaire ◽  
Electronic Service ◽  
Corporate Social

ABSTRACT This article examines the effect of Corporate Social Responsibility (CSR) programs on customer loyalty that is mediated by service quality, trust and electorinic customer satisfaction. Using a sample of 207 BUKU 4 bank customers in Indonesia who have accounts for more than six months. The survey was conducted by filling out an online questionnaire. Data analysis used Structural Equation Modeling (SEM). The results obtained from this study indicate that CSR mediated by electronic service quality, trust, and customer satisfaction overall has a positive influence on customer loyalty of banks in Indonesia. This study reveals that the bank is not only oriented towards business profit, but also carry out CSR programs in a sustainable manner. The CSR program is considered important, because it can build effective communication with customers and prospective customers. It can also increase customer awareness. In addition, currently the technology owned by the bank will be a factor that can build consumer loyalty. ABSTRAK Artikel ini menguji pengaruh program Corporate Social Responsibility (CSR) terhadap loyalitas pelanggan yang dimediasi oleh kualitas layanan, kepercayaan dan kepuasan pelanggan elektronik. Menggunakan sampel 207 nasabah bank BUKU 4 di Indonesia yang memiliki rekening lebih dari enam bulan. Survei dilakukan dengan mengisi kuesioner online. Analisis data menggunakan Structural Equation Modelling (SEM). Hasil yang diperoleh dari penelitian ini menunjukkan bahwa CSR yang dimediasi oleh electronic service quality, trust, dan customer satisfaction secara keseluruhan berpengaruh positif terhadap loyalitas nasabah bank-bank di Indonesia. Studi ini mengungkapkan bahwa bank tidak hanya berorientasi pada keuntungan bisnis, tetapi juga menjalankan program CSR secara berkelanjutan. Program CSR dinilai penting, karena dapat membangun komunikasi yang efektif dengan pelanggan dan calon pelanggan. Hal ini juga dapat meningkatkan kesadaran pelanggan. Selain itu, saat ini teknologi yang dimiliki bank akan menjadi faktor yang dapat membangun loyalitas konsumen.JEL: M30, M31, M39

Analisis Peranan Kepuasan Dan Komitmen Sebagai Perantara Pengaruh Kualitas Jasa Tutorial Online Terhadap Loyalitas Mahasiswa

2018 ◽  
Vol 9 (2) ◽  
pp. 18-32
Author(s):  
Andy Mulyana ◽  
Devi Ayuni
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Influence ◽  
Management Program ◽  
Equation Modeling ◽  
Online Tutorial ◽  
Student Loyalty ◽  
The Relationship ◽  
Positive Effect

This study aims to evaluate the role of satisfaction and commitment as mediating the effect of service quality on student loyalty as the user of Open University's Online Tutorial. Based on data analysis on student of Management program 229 as respondents with Structural Equation Modeling (SEM), this study found the relationship between: (1) positive influence of service quality to satisfaction and loyalty of students using tuton; (2) the positive effect of satisfaction on student loyalty using tuton; (3) satisfaction is a mediator between service quality and loyalty of students using tuton. Conversely, commitment has no positive effect on student loyalty as a tuton user. In addition, commitment does not mediates the effect of satisfaction on the loyalty of tuton users. Keywords: service quality, satisfaction, commitment, loyalty

scholarly journals Gamblers’ Perception of the Playscan Risk Assessment: A Mixed-Methods Study

2021 ◽  
Author(s):  
David Forsström ◽  
Alexander Rozental ◽  
Emma Wiklund ◽  
Per Carlbring ◽  
Philip Lindner
Keyword(s):  
Risk Assessment ◽  
Mixed Methods ◽  
Structural Equation ◽  
Responsible Gambling ◽  
Gambling Behavior ◽  
Mixed Methods Study ◽  
Equation Modeling ◽  
General View ◽  
Insight Into ◽  
Qualitative Analyses

AbstractResponsible gambling (RG) tools are globally widespread; they aim to prevent or decrease the harm caused by gambling. However, existing research suggests that several included features do not decrease gambling or significantly reduce the subsequent harm. Most of the previous studies have used gambling data to understand the changes in gambling behavior. However, the literature lacks research regarding gamblers’ experience and perception of RG tools, which may provide insight into increasing the usage and effectiveness of RG tools. This mixed-methods study aimed to explore gamblers’ perception of their risk assessment in the RG tool Playscan regarding developing harmful gambling problems. Overall, 757 participants rated the perceived accuracy of their risk assessment and their perception of the overall RG tool that conducted the assessment. Participants were also allowed to leave a comment providing feedback, which was analyzed using thematic analysis. Quantitative data was analyzed using logistic regression and structural equation modeling. Qualitative analyses revealed that most of the participants were pleased with the risk assessment and found it helpful. Moderated mediation analysis showed that participants’ assessment agreement partially mediated the association between expressing a negative view and their general view of Playscan. These results highlight the need to decrease the level of disagreement for promoting a better general view of RG tools to potentially increase their usage and effectiveness.

Creating Utilitarian and Hedonic Value from Website Quality and Online Retail Performance

2017 ◽  
Vol 15 (3) ◽  
pp. 1-13 ◽  
Author(s):  
Edward Shih-Tse Wang
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Relationship Commitment ◽  
Equation Modeling ◽  
System Quality ◽  
Price Fairness ◽  
Online Retail ◽  
Website Quality ◽  
Hedonic Value ◽  
Utilitarian Value

Although consumer-perceived utilitarian value and hedonic value have been considered essential antecedents of consumer behavior, few studies have investigated the effects of both website quality and online retail performance on consumer-perceived utilitarian value and hedonic value, which in turn affect consumers' relationship commitment. This study analyzed data from 394 online shoppers using structural equation modeling. The results revealed that both utilitarian and hedonic value significantly and positively affected relationship commitment. Information quality, system quality, service quality, and price fairness were revealed to significantly and positively affect the perceived utilitarian value of online stores, whereas system and service quality increased perceived hedonic value.

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